Job Title: Head of Enterprise Complaints and Remediation - India & Philippines (Workday Title: Business Execution Executive)

　　Reporting: Functional: Head of ECR, COO Group, Wells Fargo

　　Local: Head of COO Functions - India and Philippines

　　Job Summary

　　Wells Fargo India and Philippines operates across 4 locations between India & Philippines with a combined strength of 45,000+ direct and vendor resources, providing enabling global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, and Corporate Functions such as Risk, Supply Chain, Finance and HR.

　　Reporting locally to the Head of COO Functions and globally to the Head of Enterprise Complaints and Remediation (ECR), Wells Fargo Bank, this position is responsible for overall management of the portfolio of ECR services delivered across India and the Philippines.

　　ECR brings together key functions from across the company that help customers when they have concerns or have been adversely impacted by Wells Fargo. The key areas within ECR include:Enterprise Complaints listens to our customers to capture, understand, and address their concerns. It ensures the highest level of quality through robust quality and operational risk reviews. It establishes enterprise standards for the intake, research, and resolution of complaints for the bank and handles the highest-risk escalated complaints. It provides reporting and analysis at the business and enterprise levels and establishes standards for root cause analysis to pinpoint issues and share ideas for improving the customer experience.The Customer Remediation Center of Excellence (CRCOE) makes our customers whole after we've made a mistake. CRCOE helps customers affected by Wells Fargo due to operational breakdowns in the company.Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning is composed of three specialized teams, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers: Enterprise Redress Office (ERO), Mediation Program, and Enterprise Incident Customer Accommodations Office (EICAO). Additionally, this team leads our ECR strategic planning efforts, working to ensure that our ECR-wide strategic goals are not only met but in alignment with enterprise focus areas. Customer Excellence Data and Analytics is composed of teams that use a range of analytical tools and methodologies to analyse complaint trends, identify potential complaints, model remediation strategies and identify impacted customer populations as well as ensure quality and robustness of the insights.Shared Services: These three operational business areas are supported by several shared function support teams in the areas of risk and issue governance, exam management, systems and technology support, capacity and site planning, procedures, learning, communications, and reporting.The ECR team operates globally with all functions represented in India and Philippines. The total size of the ECR team in I&P is in the range of 2,000 FTE. This role includes overall responsibility and local leadership for all ECR teams based out of I&P. This role will be based either in Hyderabad, India or Manila in the Philippines.

　　Key aspects of managing the operation include, but are not limited to the following:

　　Build a strong alignment with the Enterprise ECR team across the spectrum of services. Develop organizational structure for optimal interactions and scale with Functional leaders for each sub-group. Contribute to and help execute the strategic direction for ECR. As a participant at the enterprise ECR leadership table, ensure global growth and footprint are effectively managed from a metric delivery, risk and people perspective resulting in an integrated global organization. Delivery of services

　　Deliver a high level of stakeholder experience in all touchpoints.

　　Oversee delivery of services, providing local escalation for each of the functional groups operating from I&P. Partner with functional leadership to ensure seamless execution of goals and priorities.

　　Develop and manage department resources and expense budget.

　　Drive process improvement and productivity initiatives

　　Risk Management

　　Ensure a strong control environment is in place to manage operational, third-party, compliance and reputational risk in all activities.

　　Work closely with Control partners to ensure frontline risk and control management, including meeting Regulatory needs

　　Ensure alignment with Corporate Risk and Audit to meet all requirements.

　　Desired experience profileRequired to have 20+ years' experience in Operations or Risk Management, preferably with a multinational corporation, with 8+ years in senior leadership rolesExperience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 500+Qualifications - Post Graduate preferred. Should have managed teams in a matrix environment.Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.Ability to handle multiple priorities and work to tight deadlines, coupled with a commitment to the highest quality standards and an eye for detailTeam player, with the ability to gain confidence and trust at all levels of the organization, leveraging networks and overall strength of the enterpriseProven change management experience with solid decision making skills and analytical ability.Proven strong relationship management skills and demonstrated success in building partnerships, collaborating and influencing at senior levels across lines of business as well as with corporate partners and external vendors.Excellent people management experience including coaching, teaching and mentoring of team membersDemonstrates a high degree of reliability, integrity, and trustworthiness in all areasTakes ownership for responsibilities and for management of risk exposure.A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.Posting End Date:

　　30 Jan 2024

　　*Job posting may come down early due to volume of applicants.

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　　At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

　　Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

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